What are the responsibilities and job description for the Technical Support Analyst position at HNE?
Summary
The Analyst, Tech Support a highly motivated individual to work with our Technical Support Center team in supporting our Core Platform areas. Provides technical support to users for complex computer-related technical problems. Serves as the primary point of contact for users experiencing computer-related problems. Resolves technical problems in a call center/service desk environment. Uses expertise in customer service and technical knowledge gained from prior information technology experience to resolve issues surrounding installation, usage, and training on software and/or hardware products. Has strong customer service skills, a team-oriented mentality with a natural ability to fit into our dynamic culture. Advanced technical knowledge, combined with the ability to clearly communicate with the Associate and Management also required.
Essential Job Functions:
IT Support
- Take incoming requests for support via phone, email, or walk-in, gather information from end user and create trouble ticket.
- Contact user for follow up to confirm resolution, gather additional information, or provide updated information using ticketing system.
- Contact external service providers to coordinate work activities as necessary.
- Serve as point of contact to internal and external customers through problem resolution
- Provide off-hours support as required to perform job functions and ensure service delivery
- Work with other IT departments and act as onsite troubleshooting resource for hardware and networking equipment
- Understanding and experience using of Virtual and Cloud Technologies (AWS, Azure, Vmware)
Hardware/Software support and deployment
- Install and configure desktops, laptops, and servers to specifications
- Perform ongoing upgrades and patches as required
- Evaluate out of date hardware and assist in preparation for disposal/donation
Security Awareness
- Understanding of security impacts of end user requests and ensure adherence to company guidelines
General Job Functions
- Assist in development of departmental policies and procedures
- Define and assist in deployment of Process Improvements
- Assist in continuous development of Support Services procedures
- Interacts with vendors, purchases or returns items and coordinates warranty issues in order to procure requested items and resolve service issues
- Identifies deficiencies; communicates and coordinates improvement efforts to increase Service Desk efficiency.
- Develops and continually updates training material for new and existing Service Desk staff.
- Maintains high level of technical skill in field of expertise.
- Maintain regular and punctual attendance.
Qualifications, Experience, Knowledge, Skills
- Bachelor's degree or equivalent combination of education and experience
- At least 2 years working experience in the IT field
- Understanding of ITIL Frameworks
- Knowledge with creating and abiding by Service Level Agreements (SLA) and Operating Level Agreements (OLA)
Knowledge of ITSM tools (BMC, Cherwell, Landesk)
- Experience with enterprise Systems Management tools such as BMC Client Management. Landesk or Microsoft SCCM is a plus.
- Technical Certifications; A , MCSE, MCTS, MCITP, HDI, ITIL is a plus
- Current hands on experience in handling Phone based support activities for 1000 user base
- Excellent communication and interpersonal skills
- Excellent client service skills in a demanding, deadline-driven environment
- Knowledge of Microsoft operating systems, HP/Dell hardware and desktop & Enterprise based software
- Experience working with company applications, development policies, and procedures
- Experience working with company software and hardware products and related business issues that may impact overall business plans